First of all, is it from Elements or Marketplace?
The items from Elements doesn’t come with support as a start.
Secondly, if it’s from Marketplace, I’m not the expert but usually the buyers try to use the latest version of the “Android” version and this cause issues. You need to check the item details to see which is the compatible Android version, then you can upgrade/downgrade the current version - most likely this would solve the problem.